Troubleshooting a Broken Device

2023-06-10 06:34:37 UTC

UniFi devices that appear to be broken can often be remedied by a set of simple physical checks.

Check Device Hardware

1. Confirm that your device is receiving sufficient power.

UniFi devices may require PoE, PoE+, or PoE++ power. Check your product’s datasheet to verify you are using the correct power source. Compatible PoE adapters can be purchased here.

If you are using a PoE switch, ensure that it has sufficient power availability. Connecting too many devices may result in periodic rebooting. This may only expose itself periodically, for example when many clients connect to a given AP, or when security cameras turn on their infrared (IR) lights at night. Avoid this by replacing the power source or removing other devices to reduce the load. See PoE Modes and Availability for more information.

Additionally, make sure to use the power cables provided with your device. While several devices use a standard power cable, this is not always the case.

2. Replace the cable.

Cables may easily become damaged so it’s recommended to test a new one even if you are already using a new cable. If you are powering devices over a longer cable length with PoE, then try using a short cable (3ft / 1m) instead and check if the behavior is the same. High-quality UniFi cables can be purchased here.

3. Try connecting to a different switch port.

Plug your device into a switch port that is known to be working in order to rule out damage on the previous one.

4. Check if your device is powered on.

If the LED light or LCM screen does not turn on, your device likely has a physical problem and should be replaced. If the LCM screen turned off while upgrading firmware, it can take up to 10 minutes for your LCM screen to turn on again, even if the device is otherwise functional. If your device is within its warranty period, you can exchange it for another unit at our RMA Portal.

If your LED turns on, continue by troubleshooting your network connectivity.

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